E213: 🎓Mentoring Moments #32 | Humanising Cold Outreach, Inspiring Customer Centricity, Stop Being Soul Destroying and More!
Unlocking eCommerce Outreach Success
In this blog post, we delve into the nuances of effective eCommerce outreach strategies discussed in a mentoring session. The conversation sheds light on how to humanize outreach efforts, prioritize customer experience, and shift the focus from company-centric to customer-centric approaches.
Welcome to a comprehensive exploration of customer-focused outreach strategies.
Humanizing Outreach Efforts
The mentoring session emphasizes the need to humanize outreach efforts. It discusses the potential brand damage associated with cold outreach and highlights the importance of personalization and human dialogue in interactions. The conversation emphasizes the significance of understanding the company and the potential contact before initiating outreach efforts.
Customer-Centric Approach
The discussion delves into the critical shift towards a customer-centric approach. It underscores the necessity of considering the impact of technology on the end customer's experience. The focus lies on understanding the type of customer experience eCommerce merchants aim to create and how technology can aid in achieving this. Additionally, the conversation explores leveraging customer reviews as a means to initiate dialogue and improve the end customer journey.
Prioritizing Customer Happiness KPIs
The session emphasizes the need to prioritize customer happiness as a key performance indicator (KPI). It emphasizes the danger of solely tying customer service KPIs to outputs rather than outcomes. Prioritizing customer satisfaction and happiness as KPIs is highlighted as a fundamental element for eCommerce merchants.
Shifting the Focus
The mentoring session prompts a shift in focus from the business and merchant to the end customer. It stresses the importance of making the end customer the priority and how this approach can grease the entire conversation, making it more customer-oriented and less self-centric.
Employee Satisfaction and Customer Experience
The conversation delves into the connection between employee satisfaction and customer experience. It emphasizes the impact of technology in freeing employees from repetitive tasks, allowing them to focus on delivering personalized and empathetic customer service.
Partnering for Customer Excellence
The mentoring session underscores the concept of technology vendors and merchants working together as partners with the common goal of delivering an excellent customer experience. This partnership extends to agencies and developers, emphasizing collaboration for the benefit of the end customer.
Conclusion
In conclusion, the mentoring session provides valuable insights into transforming eCommerce outreach approaches. It highlights the significance of humanizing outreach efforts, prioritizing customer happiness KPIs, and shifting the focus from the business to the end customer. The session emphasizes the importance of partnerships geared towards delivering exceptional customer experiences. Ultimately, the focus remains on creating meaningful, customer-centric interactions and partnerships within the eCommerce landscape.
To learn more, check out the related THE ECOMMERCE EDGE Podcast episode below: